Can the AI Ticket Autofill app work with conditional fields in Zendesk?

Yes, the AI Ticket Autofill app can work with conditional fields in Zendesk — but it depends on how those conditions are set up.

What can go wrong?

If the field conditions are too complex or restrictive, the app might not be able to update some fields. For example, if certain fields only appear or become editable based on specific values in other fields, the app may not meet those conditions as expected.

How to ensure it works well?

• Keep conditions straightforward: Avoid overly strict or nested rules that might block updates.

• Avoid conflicting logic: Conflicts in field visibility or requirements can prevent updates.

• Test real examples: Try out common use cases to confirm fields are being filled correctly.

• Adjust as needed: If updates fail, review the conditions and simplify where possible.

Need help or want to learn more about Knots automations?
Feel free to reach out to us at support@knots.io or get in touch via our contact form.